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AI Is The New UI. 3 Steps Business Leaders Must Take Now

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John Sviokla is an HBS Executive Fellow, co-founder of GAI Insights, speaker, writer, teacher, grandfather, curious about all things and advisor to senior executives and investors.

I was talking with my friend Terry Jones, founding CEO of Travelocity and Chairman of Kayak, and he said, “AI is the new UI” — and a light went on for me. For decades, we've interacted with technology through screens, buttons, and menus. But a fundamental shift is underway – artificial intelligence is becoming the new user interface . This transformation isn't just about chatbots; it's about AI becoming the primary means through which we interact with systems, data, and machines.

Pilot AI Interface Integration First step: Select one customer-facing process for AI interface implementation, prioritizing high-volume, routine interactions. Redesign your approach to customer interactions to realize we now have a dialog among humans and new digital employees who can help too. The shift to AI as the primary UI represents more than a technological evolution – it's a fundamental change in how businesses operate and serve customers. Every product and complex process will have an AI interface. This swarm of AI assistants may live “inside” the product, or you may simply scan a QR code with your phone to get access to it.

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